Technical Support Engineer (Tier 3)
Dallas, TX, USA
Compensation: USD 80000 - USD 120000
Technical Support Engineer (Tier 3) π
Location: Dallas, TX / San Francisco, CA
Type: Full-Time / Hybrid
About You:
Are you an experienced Technical Support or Engineer professional with over 3 years of expertise? Do you thrive in a fast-paced, hyper-growth SaaS environment? If you have a passion for emerging technologies and are eager to enhance customer experiences, we want to hear from you! π
Key Responsibilities:
- Investigate, diagnose, and resolve high-priority technical issues, system outages, and performance problems. π οΈ
- Conduct root cause analyses on recurring issues and propose long-term solutions. π
- Monitor application metrics and alerts to proactively resolve potential customer issues. π
- Replicate bugs and collaborate with the Engineering team for swift resolutions. βοΈ
- Communicate clear and timely updates to customers and support teams on ongoing issues. π£
- Mentor Tier 1 and Tier 2 support teams to enhance their proficiency in handling routine queries. π©βπ«
- Work with product and engineering teams to relay customer insights and improve our offerings. π€
- Document processes and solutions meticulously for future reference. π
- Identify opportunities to streamline support processes for improved efficiency. π
- Assist the Professional Services team with technical implementations as needed.
Qualifications:
- 3+ years of experience supporting SaaS products, including web development, cloud services, and APIs. π
- Proficient in debugging and diagnosing issues at the code or system level.
- Strong experience with API integrations and debugging tools (e.g., Postman, Chrome DevTools). π₯οΈ
- Knowledgeable in cloud platforms like AWS and Google Cloud. βοΈ
- Familiarity with database query tools (MySQL, Postgres) and issue tracking tools (Jira, Zendesk).
- Ability to balance technical challenges with customer satisfaction. π
- Excellent communication skills for articulating technical problems. π£οΈ
- Proven track record of managing multiple priorities in a fast-paced environment.
Bonus:
- Experience as an Encompass Admin.
Why Join Polly?
- Be part of an innovative team transforming the mortgage industry! π
- Opportunities for professional growth and upward mobility. π
- Engage directly with decision-makers and senior leaders. πΌ
- Competitive salaries and 100% paid medical, vision, dental, and life insurance for full-time employees. π₯
- Enjoy flexible vacation and a hybrid work environment (3x weekly in our innovation hubs).
About Polly:
Polly is revolutionizing mortgage capital markets with its state-of-the-art, data-driven platform. Join us and help shape the future of financial technology!
Apply Now and be part of an award-winning company recognized as one of Americaβs Best Startup Employers in 2025 by Forbes! π
Polly is an equal opportunity employer. All qualified applicants will be considered without regard to any legally protected status.